Male doctor smiling with patient in patient exam room.

    Your Patient Experience

    We are a community of caring. Everything we say and do and how we say and do it is reflected in the differential patient experience you will encounter at Springfield Clinic. We want every patient to have peace of mind that they are receiving the highest quality care and are fully supported by our care team and employees. 

    Simply put, we care about our patients as people! 

    We all live together in the communities we serve.  We build our patient-provider relationships based on trust and communication.  We want everyone to receive the emotional and physical care they expect and deserve from their health care provider. 

    We care about your experience and rely on the voice of our patients to continually improve. Thank you for filling out surveys and giving us the opportunity to hear your feedback.

    Our Surverys

    You respond. We listen. 

    Within a week of your clinic visit, you may receive a text message or email invitation to fill out a survey with feedback for us from our patient experience partner, Press Ganey.  

    Top 10% patient experience collage.

    These confidential survey invitations help us identify opportunities for ongoing improvement and allow us to recognize our team members and providers who are going above and beyond to deliver a outstanding patient experience.

    Based on 2023 survey data, over 270 Springfield Clinic providers rank in the Top 10% for patient experience. And of these providers, more than half rank in the Top 1% for patient experience nationwide. Learn more and check out the full list of Top 10% providers here.

    We challenged ourselves to achieve Top 10% for patient experience designation as an entire organization, and in 2023, we did! This is a direct result of the tireless efforts of our providers and employees... from our physicians and clinical staff to our front desk workers and greetersand everyone in between.

    If you don't receive a survey invitation, we may not have an accurate email address or mobile phone number listed in our system, so please contact our Patient Advocate Center at 217.391.7086 to update your contact information. 

    For more information on patient surveys, access our FAQs below.

    The Power of Patient Feedback

    We listen to your input and adapt our services to meet your needs.

    Guy in business attire sitting on couch looking at cell phone.

    The voice of the patient is strong at Springfield Clinic. We know your feedback is valuable, so our Patient Experience team is dedicated to reading EVERY patient comment we receive, every single week!

    In 2023, that included almost 90,000 patient comments, many of which offered ideas on how we can continue to improve the patient journey and health care outcomes. 

    After listening to feedback from YOU, we improved our registration process, to make check-ins at the time of your appointments faster and easier. Before your next appointment, look for a text message from 217.960.9045 or an email invitation to verify your information ahead of time. This will allow more privacy when you arrive and speed up your check-in. 

    Our improvements don't stop there. Since committing to reading every patient comment, we have...

    • Added convenient walk-in appointments at our Orthopedics clinic,

    • Expanded Urgent Care hours,

    • Increased Telehealth appointments,

    • Created online scheduling for Primary Care Provider visits in Springfield and the Northern Region,

    • Preserved valet services at our largest building in Springfield, the Springfield Clinic 1st - 800 Building,

    • Invested in our time-saving drive-up labs,

    • Widened coverage for our TeleNurse program,

    • Extended our Patient Advocate Center hours to include evenings and Saturdays

    • AND much more!

    Elevating the Positive

    Two Springfield Clinic employees smile while holding their I Am The Patient Experience Mugs they were awarded for exceptional work.

    In addition to addressing patient concerns weekly, our Experience Team sends out kudos to employees as they come in because we understand the power of elevating the positive within our team.

    When you shout-out a Springfield Clinic team member for a remarkable experience in a survey, they even have a chance to be recognized for their hard work clinic-wide! See the most recent list of our SC Celebrates recipients.

    Share Your Experience

    Have a great patient story or positive experience to share with the Experience Team?

    Please use the form below to share your experience or story with our team.

    We appreciate the opportunity to recognize our employees and providers, so if you remember the names of those you interacted with, please specify!

    Have an unresolved quality of care or safety concern to share with Quality Management? 

    Contact 217.528.7541 and ask for Extension 1 or fill out our online feedback form.

    One of our compassionate team members from our Quality Management department will listen to your concern right away. 

    Frequently Asked Questions About Patient Experience Surveys

    Patients of Springfield Clinic will receive invitations from our experience partners, Press Ganey, Solv and/or Podium, to provide feedback on their visit. 

    If you receive a Press Ganey invite, prior to entering the survey, you are required to input your date of birth to verify your identity.   

    Patients can also provide their feedback directly to Springfield Clinic via this online form. If you have an urgent need or question, please contact your provider’s office during clinic hours or TeleNurse afterhours at 217.528.7541. 

    Yes, our Press Ganey surveys are confidential and it’s a safe and comfortable place for our patients to let us know what we should keep doing and where our opportunities for improvement may be. The voice of our patients is very strong. Last year, we reviewed more than 85,000 completed patient surveys.  We’re able to share positive comments with our care teams, providers and employees to recognize those delivering exemplary care and to celebrate what our patients love most about the Springfield Clinic experience. We’re able to review comments that need attention so we can resolve and identify how to improve the experience in the future. We read every comment and get better every day by listening to our patients. More than 95% of our patients recommend Springfield Clinic to their family and friends, and we strive for every patient encounter to be exceptional. 

    Yes. Springfield Clinic partners with Press Ganey on surveys for our Ambulatory Surgery & Endoscopy Center and Pain Clinic, Urgent Care and other primary and specialty care clinic visits. If we have an accurate mobile number listed for your patient account in our system, you will receive an invitation to complete a Press Ganey survey from the text number 91994.  

    If we don’t have a valid mobile phone number on file or you have not engaged with the text invite in two days, you will receive an email inviting you to either: 1) complete a Press Ganey survey; or, 2) leave a review on Google or Facebook through Podium. 

    In addition, if you do not respond to the initial email, a follow-up email is sent five days after the first email. We want to allow time for you to respond in the format that you prefer along the timeline that is best for you. We value all patient feedback, so please don’t hesitate to share your experience. 

    Our experience partners, Solv and Podium, both invite patients to leave a verified review on Google and/or Facebook. Patients will receive a text from a standard 11-digit phone number inviting them to provide a review of their Springfield Clinic visit online.  Reviews left on Google or Facebook reviews are visible to the public. 

    We appreciate your feedback and are listening to it no matter how you choose to communicate! You can call 217.528.7541 and ask for Quality Management or Patient Experience. Or, you can fill out our online patient experience form. Finally, you can write a letter or card directly to our Patient Experience team at 1025 South 6th Street, Springfield, IL, 62794-9248.

    The subscription list invites for patient experience are distributed and managed by Press Ganey, Podium and Solv, and they all offer opt-out links in every email or reply “STOP” to the text message. If you wish to stop receiving these invitations to complete these patient experience surveys, simply reply to the invitation on your phone or in your email. 

    Opting out of survey/review invites will not remove you from receiving Springfield Clinic appointment reminders or registration and check-in forms via text or email.   

    Press Ganey sends texts between 12 p.m. - 8 p.m. EST.  Any records uploaded outside of this time frame are sent the following day at 12 p.m. EST.

    Email notifications are sent out after text messages. There are no blackout times (times when emails are NOT sent) for sending the email invites, only text message invites. Therefore, you may receive email invites outside of 12 p.m. to 8 p.m. EST.

    Call the Patient Experience team at 217.528.7541 ext. 72221 or contact your doctor's office, and they will contact the Patient Experience team on your behalf. We will need your phone number and email in order to reinstate surveys. 

    Note that if you opt out of Press Ganey surveys for any organization, you are opting out of surveys for ALL organizations, as all Press Ganey surveys in this region come from the same phone number.

    No. Springfield Clinic uses the same vendor as the rest of our local health organizations to send surveys out. Because of this, if you reply "STOP" to survey links coming from the 91994 number, you are opting out of all patient experience surveys that come from that number, which may include surveys from Memorial Health, SIU Medicine, HSHS and OSF.

    Patient Resources

    Patient Experience Resources

    We want your time at Springfield Clinic to be enjoyable and easy. Check out some of the resources we've developed for our patients below.

    New Patient Guide Title Page

    Our patient resource guide was developed to help new patients navigate their care. In this virtual booklet you'll find a breakdown of the tools and services available to you as a patient of Springfield Clinic primary and specialty care.

    Click through the digital guide to explore and access phone numbers, links to our website and QR codes to scan on your mobile device. You can request a printed copy of this guide at your provider's office.  

    Join our Patient Portal to stay connected to your care anywhere, anytime. See your upcoming appointments, message your providers and more!

    Our employees understand what a Community of Caring means. Check out the videos below to learn more about the Springfield Clinic experience.